We hope that you will be delighted with your Lux Brows and Lashes purchase!
At Lux Brows and Lashes, we aim to provide you with quality products and service at all times.
Due to hygiene reasons, we cannot accept returns and exchanges except in accordance with Australian Consumer Law, so please choose carefully.
If your purchase is faulty, wrongly described, incorrect or otherwise in breach of Australian Consumer Law, we will fulfil our legal obligations, which may include refunding the purchase price and delivery charges, or providing a replacement product, provided that you have followed our returns process set out below.
Where an item is damaged through misuse, we cannot provide a refund or exchange.
As set out above, due to hygiene reasons, we will not accept returns or exchanges on our products for change of mind reasons, even if the item is unused.
We know returning an item can be disappointing, so we have made the process as easy as possible if, for whatever reason, your purchase is found to be defective or faulty.
If you believe your product is damaged, defective or faulty, please follow the below process.
1. Contact us within 7 days of the delivery at firstname.lastname@example.org with your invoice or order number and a detailed description of the defect or fault (whatever the case may be).
2. In order to assist us in facilitating the returns process, attach a clear image of the damage, defect or fault for us to assess if relevant or requested. Upon our initial assessment, we may ask you to provide us with further information as we may reasonably require in order to progress your claim.
3. Please don't dispose of the product until we have had a chance to contact you.
Our team will happily assist you further and treat your request with the highest of priority.
[In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Allergy returns must be less than 20% used upon arrival back with us.]
If the product is confirmed to have a defect or fault, we will provide you with a replacement, refund or online store credit on the faulty item (at your election) in accordance with our legal obligations.
We may require that you return the defective or faulty item to Lux Brows and Lashes, and we will contact you to provide further information regarding this process.
In some circumstances, we may instruct you to dispose of the defective or faulty item in which case we will provide you with instructions to do so.
Please note that we may not be able to offer a replacement or exchange on some products if there is no longer stock available, and in the event an exchange does not meet the above conditions (for example, following our review of your request we deem that product purchased has not failed to meet a consumer guarantee under Australian Consumer Law), Lux Brows and Lashes reserve the right to reject your claim.
We do not take responsibility for any goods damaged or lost in transit when you send the product back to us for warranty or return in accordance with the terms and conditions of our Returns Policy set out above.
In the event the product is confirmed to have a defect or fault, please ensure the product is packed appropriately for shipping before sending it back to us.
If you are unsure about how to pack a product appropriately for shipping, please contact us for direction.
[Please note that customers shopping from outside of Australia are required to pay for their return shipping costs.]
In the event a request for refund or exchange does not meet the above conditions or this Returns Policy is not strictly complied with, we will be unable to return the product to you or provide you with a refund or exchange relating to the returned product, and we reserve our right to reject the request for replacement, refund or online store credit.
This Returns Policy applies to all purchases made on our Lux Brows and Lashes Website.
This Returns Policy is incorporated by reference into our Website Terms and Conditions, and you agree to comply with all Terms and Conditions of our Website when accessing or using our services, including this Returns Policy.
This Returns Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law, and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified.
You may be asked for information that is relevant to your return or to satisfy legislative requirement. If you do not provide this information, then we may be unable to process your return.
This Returns Policy may be amended from time to time by Lux Brows and Lashes without prior notice.
Any purchase from Lux Brows and Lashes following any such amendments will be deemed to be confirmation that you accept those amendments.
We recommend that you check our current Terms and Conditions before making any purchase.
Our agents, employees and third parties do not have authority to amend this Returns Policy or our Website Terms and Conditions.
If you have any enquiries regarding our Returns Policy, please contact us.
Ground Floor 6 English Street, Essendon Fields 3041
Talk to our Team
Lux is located inside the Wilsons Security building which is opposite Hyatt Place. Free 2 hour ticketed street parking is available close by on Hammond St or else ticket parking (pay and display) is required for longer durations. Please check parking signs as parking conditions could change.